Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been a Davey Tree (DT) customer for years. DT was hired to treat our yard for weeds/fertilize on a regular schedule. They also are to inspect & give recommendations for any issues they find when here. We always had a good relationship (10-15yrs). Never complained once. This summer we noticed our lawn covered in weeds. We contacted/sent photos to DT. They agreed that our yard should not look like that. They sent someone out to retreat. We also noticed the thickness decreasing. Then came the reason… they treated my (across the st) neighbors yard. Our neighbor contacted us to notify us this occurred. She stated that she is pretty sure this occurred before but her yard gets treated (different co.) & never put it together until this time. We notified ***** at DT of this & were told they’d make it right. We told him what the neighbor had said and that we suspected based on the condition & decline of our yard that she was correct. A tech arrived out the next morning to apply the tx to OUR yard this time. He apologized and said he was new. We were told by ***** we had new techs this year and he would find out if they were doing the right house. Expecting to discuss our concerns & DT’s findings, after multiple unreturned calls we were told - their words - “no proof” this occurred & nothing further will be done. We were not told if the techs confirmed/denied treating the correct address. No apology. Just NoProof? Side note, there is much address confusion for many (deliveries) due to the mailboxes being grouped together on one side of the street so we understand how this could have happened. Furthermore we DO have proof (pictures) that service was not provided or received bad service. As well as our neighbors word. All of which, are worth discussing. At this point, with DT being less than professional with long term clients and failing to discuss & make it right for everyone, we would like our money back for this years treatments or lack of.

  

  Business response

  12/19/2024

  We did mistakenly treat their neighbor’s lawn 1 time during the Summer when we had started a new Technician for their area. It was quickly brought to our attention and our Technician went back out within a day or 2 and correctly treated their lawn. They have insinuated that the issues of weeds and the lawn thinning are a result of their lawn not receiving treatment throughout the season because we were treating their neighbor’s lawn all season which is not true, and this was explained to them. The issues were a result of heat and draught stress our area experienced this year and the lawn not receiving enough supplemental water and being mowed to short to be healthy, and this was also explained to them. We will go ahead and process a refund for them in order to resolve this issue for them, 

  Customer response

  12/25/2024

   I am rejecting this response because:
  
  Our first complaint about the overgrown weeds throughout the yard was PRIOR to the drought. 
  Also, our yard is professionally mowed weekly at the proper cutting level. We are not interested in your refund to not have a complaint. People do need to beware of your poor service & customer service as even your manager iGNORED multiple calls to discuss the issue and failed address the situation of your tech treating someone else’s yard. You could have made it right to begin with but you failed to do so. 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not ask Davey tree service to come out to my property, but progressive the insurance company I use sent them to me when my neighbors tree fell on my garage. The two of us were grossly overcharged for the removal of a tree, which was already 40% not connected to the remainder of the tree due to high wind storms. Progressive insurance company has told me they have already paid **** over what I was told the price was going to be. I have received three bills from Davey and I have called them five times and they have never called me back.

  

  Business response

  12/05/2024

  Per Sales rep and Office Manager "I did follow up with HMI to see the status of the payment on Monday. They have since contacted her adjuster through American family (Not progressive) to see the status of payment. I will report back as I have any updates from them." 

  Also I have attached the contract and a review from this work. 

  
  

• Initial Complaint

  11/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A representative from Davey Tree came to my property in early September to discuss tree trimming and health of various trees. The contract I received stated that some of the services discussed would recur annually -- which was NOT discussed in the initial encounter. This was deceptive. I emailed the company that I did NOT want the $295 fertilizing service because the contract indicated it would recur annually and the rep had not stated that at all -- never even hinted at it! As I waited for a revised contract, Davey Tree sent an employee to my property and CONDUCTED THE SERVICE! I was stunned to receive a bill for $295 in the mail -- I hadn't even known they were there. I immediately contacted the local office about this error, but they have continued to bill me. I am not paying for a service that I did not sign a contract for. Davey Tree should NEVER have come to my property without a signed contract. I have now mailed both the home office in Kent, OH, and the local office here in my hometown. I am so angry with Davey Tree that it makes my blood boil. Their practices are deceptive and they should not be conducting ANY service WITHOUT A SIGNED CONTRACT. They must stop billing me. Thanks for your help. Terrible, terrible company.

  

  Business response

  12/02/2024

  Attached is correspondence with Mrs. ****. We accepted her email as an approval (9/10/2024). Any time we receive an email or a mailed in proposal, the office staff will call and confirm the items approved (9/12/2024). The plant health care technician also called her the business day (9/13/2024) before the application date (9/16/2024) to confirm our presence on the property.

• Initial Complaint

  11/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received service from Davey Tree Expert Company on two items I am contesting. First complaint Original estimate quoted was $660 to remove broken branches from a Linden tree. Davey came and completed the work and informed me that it would cost an additional amount of money due to the extended time to trim the tree. When I received the invoice there was an added charge of $435 for pruning of a Japanese Lilac which I believe is the additional charge for the extending time to trim the Linden since I do not have such a tree. I did contest the additional charge but have not received any follow-up from Davey. Now they have sent a past due invoice without resolving the original complaint of the additional charge. Second complaint Received a spray treatment for the Linden tree in August. Contacted them to learn if the treatment worked due to a thunder and wind storm within hours of them spraying the tree. They said it would be okay. Within a few days they came a sprayed the same treatment on my tree and charged me again. I contested this as I did not request a second treatment. I received a past due invoice on this invoice after calling and stating it was not my responsibility that they came and sprayed the tree again.

  Customer response

  11/20/2024

  Hello, 

  Davey Tree contacted me today to resolve the complaints. They have agreed to remove the additional fee for trimming a japanese lilac. The second issue was an error on my part. The spraying of the tree occurs twice in the year according the annual agreement. I will be paying the full invoice for the additional Linden spray.

  Please let me know if you have any questions and will inform you if the revised trimming of Linden invoice is not adjusted as they have stated they would. 

  Thank you for your assistance in resolving this issue. 

  **** ********

   

   

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June, 2024: Davey Tree performed authorized services for an agreed upon price of $526. On or around August 15, 2024, Davey Tree performed the same service as they did in June, and charged me another fee of $126 that I did not ask for nor agree to pay for.

  

  Business response

  11/05/2024

  The Sales Arborist that handles the account visited the property on 6/17/2024 to review the property because Mr. ****** had added more plant material to his property. At that time Mr. ****** agreed to the original plan which consisted of a fertilization and a Leaf Disease treatment for a total of $526 ( the disputed amount should be $126, He has already paid the $526). We were out to Mr. ****** property on 7/1/2024, Our tech **** spoke with Mr. ****** about applying a second leaf disease treatment, Mr. ****** from what I understand agreed. Unfortunately, the tech that spoke with Mr. ****** no longer works for Davey Tree ( not able to get his side of the conversation). The Sales Arborist spoke with Mr. ****** over the phone after he received an invoice for the second leaf disease treatment, Mr. ****** couldnt understand why he was being charged for the treatment. Our tech ****** who has been to the property multiple times says that he is always asking to treat extra plant material at no cost, ****** has always told him that we could treat additional items but there would be an addition cost. 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 6/23 called for estimate on tree trim and reason my flowering cherry tree seemed to be dying. Arborist came and gave trim price and said dying was due to drought stress and fungicidal properties. It was treated and paid $200. Didn't have other tree trimmed. In spring 2024 called Company get trim price update and dying tree assessed. Another arborist came. All he said was would be $210(tree was worse) So had treated again. No new assessment just cost. By July tree was over half DEAD! Called another company-their arborist came he took a sample. Took a couple of weeks for result which was tree was infested with shothole tree borers(******* *******)! Asked if could be saved was told DEAD AREAS would not grow back and as tree was over 50% dead and could infect other tree-HAD to Remove! Tried going to person that had settled another issue with be email on 9/16-never responded. Glad company not medical as with WRONG DIAGNOSIS-as with tree patient would DIE! As with request sent on 9/16 want treatment oney returned as all did was fertilize grass!

  

  Business response

  10/21/2024

  Manager-**** ****** responded that he was looking into this and will take care of it on October 22nd.  Please let me know if this has not been resolved.

   

  Thanks You!

  *****

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states the business&#***;will not finish a job they started. They were supposed to come back out to grind down a ***** but each time they came they left without completing the work. She has been trying to resolve this with the business&#***;for 3 months.&#***;

  

  Business response

  08/14/2024

  ***** just spoke to her again and we came up with a resolution to satisfy her.  We are going to adjust or cancel the ***** grinding portion of the job and request only payment for the tree removal.
  
  That would reduce what she owes in total by $750 (and tax).
  
  We will re-issue a new invoice.
  
  She thinks she already paid, but we will try again.
  
  I hope this helps with our response to BBB.
  
  Thank you!
  
  G. ************************************ | Assistant District Manager
  The Davey Tree Expert **** **************
  O: ************
  C: ************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last year they removed a large tree from my backyard. I paid a total of$2646, which included $702 for stump grinding. I waited a year to allow for settling before attempting any landscaping. Hired a landscaper to level and plant grass. He found that the stump was still there. He called an associate to come and remove the stump so he could proceed (all with my approval). I did call Davey (North Royalton) to request a refund for work not completed. Their bottom line is that I should’ve called them and they would have come back. My landscaper was here and prepared to deal with the issue. It took Davey two days and two phone calls to get back to me, then suggest that I call the office to see when their rep could come to the site. My bottom line is I paid for a service that was not provided. I don’t think it’s unreasonable to expect compensation.

  

  Business response

  08/05/2024

  The scope was to lightly buff the stump so mulch could cover it and grind the surface roots 3 inches below grade. I believe he found more woody material when he started excavating.
  The work was completed according to the contract specifications, and this was over a year ago. We would have happily finished any additional work he hired out, but without knowing about the issue, how could we have corrected it? He even mentioned in his complaint that he should have contacted us again. Now, over a year later, with no proof available, where do we go from here?
  Thank you in advance. I'm not sure how to respond without sounding indifferent, but we genuinely care about resolving issues and providing excellent work. That's how we've built our business.

   

  Michael Dawes

  District Manager

   

   

  

  Business response

  08/05/2024

  The scope was to lightly buff the stump so mulch could cover it and grind the surface roots 3 inches below grade. I believe he found more woody material when he started excavating.
  The work was completed according to the contract specifications, and this was over a year ago. We would have happily finished any additional work he hired out, but without knowing about the issue, how could we have corrected it? He even mentioned in his complaint that he should have contacted us again. Now, over a year later, with no proof available, where do we go from here?
  Thank you in advance. I'm not sure how to respond without sounding indifferent, but we genuinely care about resolving issues and providing excellent work. That's how we've built our business.

   

  Michael Dawes

  District Manager

   

   

  Customer response

  08/08/2024

   I am rejecting this response because: I will acknowledge that it’s been a year because I was not aware that it was my responsibility to go sift through the debris to check to make sure Davey did their job. With the recommendations I received related to the company, I didn’t think it was necessary. I was hoping they would at least refund the cost of the additional work.
  
  
  

  Customer response

  08/08/2024

   I am rejecting this response because: I will acknowledge that it’s been a year because I was not aware that it was my responsibility to go sift through the debris to check to make sure Davey did their job. With the recommendations I received related to the company, I didn’t think it was necessary. I was hoping they would at least refund the cost of the additional work.
  
  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was traveling on route 1 south behind 2 Davey Tree trucks. The one truck carrying debris which was not well covered was ahead of me in the lane to my right. As we traveled and the debris cover consistently blew up on the back of the truck, something (perhaps a rock) cracked my windshield. The crack, of course, worsened over the days and eventually required replacement of the windshield; now that will need to be recalibrated by the dealership. When I contacted the company, Dave ultimately returned my call saying the company doesn’t cover damage from road debris & that I should go through glass coverage with my insurance. I did that and am currently out of pocket $600 for the replacement on the windshield; that fee does not include whatever it will cost to have the windshield recalibrated for its safety features. However, this was debris from the Davey Vehicle not something “on the road” that was projected into my windshield. I even recorded the video to document the poor covering of the debris being hauled and believe that the company is responsible for the damage and should cover all costs for repairs due to their trucks poor covering of debris while traveling at high speeds is on the highway. I am seeking to be reimbursed for my out of pocket expenses.

  Customer response

  06/20/2024

  Hello,

  The company has agreed to reimburse the cost of my windshield replacement. As long as they also cover the cost for having the windshield recalibrated, I will consider this issue fully resolved.

  Thank you!

  ****** *******

  

  Business response

  06/20/2024

  We are currently filling out an insurance form and sending everything into safety for the client gets reimbursed. We are talking with the claimant as we speak.
  
  Thanks 
  **** 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Davey tree has damaged 3 squares of concrete and lawn in multiple locations at my property during a tree removal process on February 28, 2024. Most of the damages are in front of my house. They took over 3 months to address some of the damages. During the repair process, Davey, without permission went to the back of my house to access my utilities. They have not reimbursed me for the utility usage not apologized for accessing the back of my property without permission. In addition, and most importantly, they only performed some of the repairs and are refusing to repair one concrete square that they damaged. I was assigned a customer number *******. I contacted the Village and they told me that since Davey damaged the sidewalk the village will not be able to pay for or repair the sidewalk. Davey claims that the Village did not ask them to repair the sidewalk. The damaged sidewalk incident was called into the police department and noted under #*********.

  

  Business response

  06/19/2024

  I am very familiar with this client.  We performed tree removals for him back in the winter.  During the process we unfortunately broke some sidewalk squares which belonged to the village of ********.  He wanted us to repair these squares which we understood.  He also wanted us to repair the turf in front which was scuffed up from the process of the removals.  We did this to his satisfaction.  We then met with the Village, and they wanted us to repair 2 of the squares which we agreed to, and that work was completed.  There was a 3rd square that the client pointed out to us and the Village, but the Village did not think that square needed to be replaced.   The contractor who performed this work to repair the squares knocked on the client's door to see if they could use his electric and he told them no and they did not use the electric.  The contractor also asked if they could use his outside water and the client agreed to this so they could clean the area.  I can't imagine this would have cost more than a few cents.  I don't think there is anything more we can do at this time to satisfy the client.  He has been very difficult through this entire process.  He still owes us $3000 for the work that was performed.

  ***** ********* | District Manager

  Customer response

  06/23/2024

   I am rejecting this response because: I was a long time customer of Davey for 9 years, first with *** ** ***** that was acquired by Davey a few years ago and then with Davey directly. It is sad to see the untrue accusations published by a business and an attempt to shame the customer by trying to blame them for a long 4-month repair process, lack of courtesy and respect for the property and customer time. I hope that ******* *****, the CEO, will be able to reflect on the way this claim has been handled. I respectfully reject Business response. ***** *********, District Manager (DM) in his 6/20/24 response to the complaint stated that he is “very familiar with this client”. I contacted him on 6/14/24 and at that time he pretended or did not know who I was despite previous communications I had with him. I assumed that he cannot remember all the “difficult” customers that he has to deal with due to lack of care taken during tree removal services. As far as damages to the property, the turf scuffing as described by DM is an understatement. The truck tires caused deep ruts and Davey took almost 3 months to repair them as they kept sending the crews that did not have the equipment or knowledge on how to repair them. They somehow tried to blame me for the delay in an email on 4/29/24 (exactly 2 months after the damages occurred). The whole job included trees removal and stumps grinding. They have postponed the stump grinding and after 4 months of waiting for Davey to finish the job, I decided to hire another company so that I can have the job done and avoid complaints from neighbors about the site that Davey left behind. 
  I sent an email to ***** on 6/1/2024 that shows security camera footage of the Davey contractors connecting to the utilities, electric and water. The Davey contractor has never asked for permission to use the utilities. If per what ***** wrote on 6/20/24 the permission was not granted to use the electric why would they still go to the back of the property and connect to the electric outlet as indicated on the security footage. It sounds like Davey is trying at all cost, even by lying about the facts, to sound like a professional company. It also seems interesting that they would need to enter the private property at all. ***** conveniently documented that the sidewalk was the property of the Village, why would Davey even have to enter the back of a private property to repair the public property. It sounds like Davey is contradicting themselves by conveniently calling the sidewalk public when needed in order to avoid the repair. Couldn’t they have just used the blower to clean it? I still expect to be reimbursed for the water and electric usage. 
  Finally, I requested from Davey a written direction from the Village that stated that the Village is allowing Davey to leave the damaged square in place. I have not received it to date. As a 20 or 30 foot high mature tree trunk was tilted and crushed on and damaged the sidewalk square, I will be surprised that the Village will want to take the responsibility for that damage. In fact, the Village told me that since Davey caused the damage to the sidewalk, I will be responsible for 100% of the replacement cost. 

  I look forward to a satisfactory resolution of this claim.

   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩